IT Service Manager (Service Reporting Measurement)

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As part of the Global Service Management tower, we design and deliver a comprehensive approach to managing IT services and processes across an entire organization on a global scale. This includes establishing standardised processes and practices to ensure consistent service delivery across locations.

The IT Service Manager will play a crucial role in the Service Reporting & Measurement area, ensuring consistent, reliable, and automated measurement and reporting on IT service performance. The role bridges ITIL-based Service Management practices with technical data analysis, transforming raw operational data into actionable insights that support decision-making, KPI management, and Service Level Agreement (SLA) performance tracking.

How you will get the job done

• developing and maintaining standard definitions of metrics and metadata (sources, frequency, accuracy)

• ensuring consistency across all reported metrics and indicators

• integrating data from systems such as monitoring, CMDB, ticketing, APM, log management, and others

• transforming raw technical data into meaningful management information (ETL, data normalization, transformation)

• designing and automating KPI/SLA reports, service status dashboards, etc.

• maintaining and developing reporting tools (e.g., ServiceNow modules or other required components)

• supporting Continual Improvement (CSI) through data-driven insights and analyses

• recommending automation and standardization opportunities for data collection and reporting

Skills and experience you will need

• fluent spoken and written English

• understanding of ITIL v4 (certifications such as ITIL Foundation, ITIL Specialist: Drive Stakeholder Value, Monitor, Support & Fulfil are a plus)

• hands-on experience with enterprise-grade ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, IBM Control Desk, etc.)

• experience in data reporting and visualization (Power BI, Tableau, Grafana, Excel, SQL)

• analytical and systems thinking

• ability to translate technical data into business-relevant insights

• strong communication and collaboration with process and service owners

• attention to detail and consistency in applying standards

Nice to have

• knowledge of databases, SQL queries, and APIs (REST, JSON)

• experience in data integration (ETL, Python, Power Query, Azure Data Factory, etc.)

• experience in automation, jobs, scripts, data batches development

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced

Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart

We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible

Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun

Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse

Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!